Crystalbrook Riley

The hotel is relatively new and beautifully designed, and the location is excellent. However, considering the price point, the overall experience didn’t feel as luxurious as we had expected. Perhaps due to the hotel’s focus on sustainability, amenities such as toothbrushes and slippers were not provided, and drinking water in the room was supplied in glass bottles rather than individual bottled water. While we appreciate the environmental approach, some aspects felt more like cost-saving or efficiency measures than a premium hotel experience. The cleanliness could also have been better, as we found hair on the floor in our room. The breakfast selection was quite limited, although the freshly made omelette was delicious. Overall, we loved the location and the hotel itself is modern and attractive, but for the price, we expected a higher level of service, cleanliness, and attention to detail.

I would like to add a further comment following my previous review. The Customer Service Manager met with us in person the next day and sincerely apologized for the inconsistent communication and handling by the front desk team. I appreciated that he took the matter seriously and listened to our concerns. The hotel also provided AUD 200 in compensation during our stay, which I acknowledge as a thoughtful gesture. The manager was professional and courteous, and I genuinely hope this experience helps improve the hotel’s service in the future. A hotel’s front desk is the first and last point of contact for guests—it represents the face of the hotel, and guests naturally expect clear communication, consistency, and hospitality. While the initial experience was disappointing, I appreciate the efforts made by the Customer Service Manager to address the issue personally and restore our confidence in the hotel. Original review: I’m extremely disappointed by the poor front desk service. We arrived at 7am and waited around the hotel to get a call to tell us our room is ready. At 12:00pm, two individuals staffs told me my room is ready. However, when I went to the front desk at 12:05pm, the 3rd staff insisted the room unavailable and no guarantee of precise check in time. It’s fine if hotel’s policy is 2pm for check in, BUT in that case, don’t tell me and my kids that the room is already ready and make us wait for 3 hours in lobby. The attitude of the 3rd staff (a brown hair woman in her 30’s with glasses) is truly unacceptable. I have been to Australia TEN TIMES before and this is by far the WORST customer service I have ever encountered.

This would have been 2 star but not for some service recovery offered due to my filthy room. In summary, whilst on the surface the hotel offers modern style and amenities, unfortunately once you look further it's more superficial than true quality. My room was FILTHY with large amounts of dust (clearly weeks building up) and took away from the quality of the room. As you began looking you saw other things like worn furniture, general dirt and despite having a panoramic room, this was obstructed by large amounts of dirt and dead flies etc. (Appreciate sea front location but apparently only cleaned once every 4 months!! My own home is done every 6 weeks so quite crazy really!) As they say, first impressions are everything and so once all this is discovered, it does stain your overall enjoyment of the stay. For transparency, Once reported a manager by the name of Sarah was apologetic and offered $100 credit and a further clean but unable to move rooms due to hotel being full. (Still going dust and dirt elsewhere after the clean.) Malik also was able to provide a complimentary late checkout after much work from him sorting logistics which was appreciated, but I still feel it didn't reflect the level of dissatisfaction experienced during the stay. Just a shame as took away the quality what could have been, along with: - Pool is largely shaded due to the additional room tower. Means the pools are not the warmest and the kids play in the 'hot tub' pool as it's the only one heated. - Insufficient sunbeds during full occupancy - No shower/refresh facilities if stay on the day of checkout before departing - Restaurant service was often hit and miss, often waiting for large periods - In room shower leaked over the small trim as water didn't drain fast enough Would I stay again, possibly. But there needs to be a serious look at the quality of the product offered compared with the prices charged, for instance I looked a few days out before my stay and it was over $1,000 a night

I had a great stay. Location was perfect - close proximity to the main touristy area without being in the middle of it. Great for strolls along the esplanade. No need for a car with restaurants, groceries, and laundry nearby. Great breakfast buffet! Short walk to pier for excursion departures. (Try the garlic butter bugs at Splash, Little Sister, Bagus Cafe). I did need a car for the drive to Port Douglas for the Daintree/Mossman/Cape Trib tour and the hotel had a partnership with a local company and had a rental car onsite, which was very convenient. Only minor nit - I wish there were more places to hang wet swimwear. I was in the tower where there aren’t balconies/windows that open. While there was a little room on the towel rack, I would have loved a clothesline in the shower. Would stay again if visiting, but would slightly prefer a room near the esplanade with a balcony instead of the tower.